Tried online and in person, but no one knows how to add unlimited data to my plan
I am one of the many Xfinity customers in the northeast who will be impacted by the implementation of the 1.2 TB data cap on my service. I have three children who are 100% virtual in their education. There is an avid gamer in my house. My wife needs to watch videos online for her job, and she also teaches via Zoom. I have an online job. Between all of our needs, we have more than a dozen items connected to the internet at any one time. Currently, we use Xfinity's Extreme Pro Internet service (with speeds up to 400Mbps). Though I am unhappy with the new data cap, I have been content with the service up until now.
With the announcement of the cap, I decided to pay the extra $30 per month to have unlimited service. We routinely go above 1.2 TB per month, so it seemed the logical decision to make rather than tilting at the corporate windmills. However, when I went to add the $30 data cap removal to my plan, there was no easy way to apply it to my plan. I followed link after link and found quotes about the option, but no actual links that would facilitate its implementation. I tried to upgrade my plan, but all of the services being recommended to me by AI were for tiers lower than I already have. In fact, after indicating the number of connected devices I have, the service I was suggested was for 100Mbps. I then sought help from the chat bot, but that just brought me in circles. After requesting a representative through the bot, I was linked to a live person. She agreed that what I wanted could be added to my account, and she then excused herself to look over my account. She never returned. I sat with an open chat for 30 minutes before I finally closed it myself. I then took a deep dive in these forums. I found a post where a gentleman provided links to pages he tried which he had hoped would work, but ultimately failed for him. I tried the links myself, and they now seemed active. One brought me to a shopping cart with the data cap removal charge added to my account. It felt odd, however, as there had been no previous pages asking for my account information or offering me plan options. I backed out of the page and revisited it several times. I was directed there from a Comcast page, the cart was secure, and the license for the website was current. I decided to agree to the plan change and afterwards I was given an order number and was told I would receive a confirmation via email shortly (my correct email - which I had not submitted - was listed on the order). I have not received the email and it has been 4 days. Instead I received a phone message the following day from a heavily accented man who I believe said he needed to speak to me before approving my Xfinity request. The caller ID did not indicate it had originated with Xfinity, and the town from which the call originated is a local high crime area (corporate security at the company for which I work is constanty dealing with mailing scams in the region). It did not make me feel confident it was a legitimate call, so I did not respond. I then went to the local Xfinity store to make my request. The service agents there also agreed that what I was asking for could be done, but try as they could, they did not know how to accomplish it. They eventually pushed my request up the chain via email, and sent me on my way. I have not heard back.
So to recap, I have tried the Xfinity website, the chat bot, chat via a live person, and an in-person meeting, all with no resolution. I am now turning to the forums in hope it attracts someone's attention who can at last help me.